Quality Analyst |BPO |Night shift

Role and Key Responsibilities:

Report results of evaluations to appropriate Quality/Operations stakeholders (Quality
Leadership Supervisor and Account Management) on a weekly and monthly basis. Achieve departmental productivity requirements (e.g. number of calls/chats monitoredper month on schedule etc.). Facilitate and/or participate in calibration sessions withQuality Leadership, staff. Facilitate remote call monitoring sessions as needed. Maintain forms and definitionsdocuments. Participate in performance improving task force with Account Managementand clients. Participate in internal quality audits (e.g. periodic audits of all key customer relatedprocesses to determine process control and efficiencies) and recommend changes.Demonstrate mastery and comprehension of client’s quality standards. Facilitate program specific internal & external calibration sessions. Participate inprogram management monitoring sessions. Demonstrate proficiency with respect to theclient specific sales/service process. Maintain current understanding of program strategies while process monitoringProficiency in use of Quality reporting databases. Support management focus on reviewof key drivers, metrics and operational processes (including Training) that driveBalanced Scorecard and account profitability goals. Work closely with the Quality Supervisor & Manager on analysis and processimprovement initiatives.

Key skills & knowledge:

Proficiency with various software applications programs including e-mail messaging
applications Microsoft Word and Excel Experience in managing international voice clients preferably inBanking/Insurance/HealthcareEffective oral and written communication skills Broad understanding of client conformance measures Process Improvement knowledge/analytical skills- preferred

Thanks & Regards,

Divya

jobflip.in

hrdivyaa123@gmail.com

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person